How Software Developers Mitigate Collaborative Friction with - PowerPoint PPT Presentation

How Software Developers Mitigate Collaborative Friction with Chatbots Carlene Lebeuf, Margaret-Anne Storey, Alexey Zagalsky CHISEL Group, University of Victoria, Canada

2 An application that performs automated , predefined , and often WHAT IS A CHATBOT? repetitive tasks. They act as conduits between users and services, typically through a conversational interface. How Software Developers Reduce Collaborative Friction with Chatbots Carlene Lebeuf, Margaret-Anne Storey, Alexey Zagalsky

3 Software teams use bots to fill development roles (Storey & Zagalsky, 2016) CHATBOTS IN SOFTWARE ▸ Code Quality DEVELOPMENT ▸ Testing ▸ Development Operations ▸ Customer Support ▸ Documentation ▸ Entertainment ...but what about Collaboration? How Software Developers Reduce Collaborative Friction with Chatbots Carlene Lebeuf, Margaret-Anne Storey, Alexey Zagalsky

4 How can chatbots support collaboration in software development? ▸ RQ: What collaboration friction points can chatbots help mitigate in software development, and how? How Software Developers Reduce Collaborative Friction with Chatbots Carlene Lebeuf, Margaret-Anne Storey, Alexey Zagalsky

5 We derived a set of collaborative friction points in software COLLABORATIVE FRICTION development from... Our Personal Our Literature on Experience in Previous Software Software Studies Development Development How Software Developers Reduce Collaborative Friction with Chatbots Carlene Lebeuf, Margaret-Anne Storey, Alexey Zagalsky

6 The Model of Socio-Technical Systems for Collaborative Software Development , based on Whitworth’s Model of WHERE DO Socio-Technical Systems (2008). COLLABORATION BREAKDOWNS TEAM SOCIAL SYSTEM OCCUR? SOCIO-TECHNICAL (ST) SYSTEM HUMAN COMPUTER INTERACTION (HCI) SYSTEM SOFTWARE SYSTEM HARDWARE SYSTEM How Software Developers Reduce Collaborative Friction with Chatbots Carlene Lebeuf, Margaret-Anne Storey, Alexey Zagalsky

7 Friction in team interactions —the team’s social system level—can occur when… FRICTION IN TEAM ↯ Understanding team members’ roles INTERACTIONS and expertise Team Social System ST System HCI System Software System Hardware System How Software Developers Reduce Collaborative Friction with Chatbots Carlene Lebeuf, Margaret-Anne Storey, Alexey Zagalsky

8 ↯ Understanding team members’ roles and Friction at team interactions can occur when… expertise FRICTION IN TEAM ▸ Understanding team members’ roles INTERACTIONS and expertise Microsoft Teams’ ▸ Adhering to team procedures and WhoBot can help! agreements ▸ Understanding and working towards “Who is… ?” team goals “Who knows about… ?” Team Social System ST System https://www.onmsft.com/news/microsoft-teams-introduces-t- HCI System bot-and-who-bot Software System Hardware System How Software Developers Reduce Collaborative Friction with Chatbots Carlene Lebeuf, Margaret-Anne Storey, Alexey Zagalsky

9 Friction in team interactions —the team’s social system level—can occur when… FRICTION IN TEAM ↯ Understanding team members’ roles INTERACTIONS and expertise ↯ Adhering to team procedures and agreements ↯ Understanding and working towards team goals Team Social System ↯ Coordinating team activities ST System ↯ Managing trust and team HCI System cooperation Software System Hardware System How Software Developers Reduce Collaborative Friction with Chatbots Carlene Lebeuf, Margaret-Anne Storey, Alexey Zagalsky

10 Friction at team interactions can occur ↯ Managing trust and team cooperation when… FRICTION IN TEAM Oskar checks in to see how you are doing, ▸ Understanding team members’ roles INTERACTIONS allowing teammates to offer support. and expertise ▸ Adhering to team procedures and agreements Knelf is a ▸ Understanding and working towards team building team goals trivia chatbot. Team Social System ▸ Coordinating team activities http://www.knelf.com/slack.html ST System ▸ Managing trust and team HCI System cooperation http://oskar.hanno.co/ Software System Hardware System How Software Developers Reduce Collaborative Friction with Chatbots Carlene Lebeuf, Margaret-Anne Storey, Alexey Zagalsky

11 Friction from individuals’ interactions with technology —the HCI system INDIVIDUALS’ level—can occur when… INTERACTIONS TECHNOLOGY ↯ Using distracting and interruptive technologies Team Social System ST System HCI System Software System Hardware How Software Developers Reduce Collaborative Friction with Chatbots System Carlene Lebeuf, Margaret-Anne Storey, Alexey Zagalsky

12 Friction at individuals’ interaction with ↯ Distracting and interruptive technologies technology , the HCI system level, can INDIVIDUALS’ occur when… INTERACTIONS TECHNOLOGY ▸ Distracting and interruptive Tomatobot helps you technologies reduce distractions and ▸ Maintaining awareness of new increase your technologies productivity using the ▸ Understanding channel affordances Pomodoro Method. Team Social System https://tomatobot.matthewhiggins.me/ ST System HCI System Software System Hardware How Software Developers Reduce Collaborative Friction with Chatbots System Carlene Lebeuf, Margaret-Anne Storey, Alexey Zagalsky

13 Friction from individuals’ interactions with technology —the HCI system INDIVIDUALS’ level—can occur when… INTERACTIONS TECHNOLOGY ↯ Using distracting and interruptive technologies ↯ Maintaining awareness of new technologies ↯ Understanding channel affordances Team Social System ST System HCI System Software System Hardware How Software Developers Reduce Collaborative Friction with Chatbots System Carlene Lebeuf, Margaret-Anne Storey, Alexey Zagalsky

14 Friction at individuals’ interaction with ↯ Understanding channel affordances technology , the HCI system level, can INDIVIDUALS’ occur when… INTERACTIONS TECHNOLOGY ▸ Distracting and interruptive T-Bot helps users technologies understand how to use the ▸ Maintaining awareness of new Microsoft Teams platform. technologies “How do I… ?” ▸ Understanding channel affordances Team Social System ST System HCI System https://www.onmsft.com/news/microsoft- teams-introduces-t-bot-and-who-bot Software System Hardware How Software Developers Reduce Collaborative Friction with Chatbots System Carlene Lebeuf, Margaret-Anne Storey, Alexey Zagalsky

15 Friction from teams’ interactions with technology —the ST system level—can TEAMS’ occur when... INTERACTIONS WITH ↯ Experiencing information overload TECHNOLOGY Team Social System ST System HCI System Software System Hardware How Software Developers Reduce Collaborative Friction with Chatbots System Carlene Lebeuf, Margaret-Anne Storey, Alexey Zagalsky

16 ↯ Information overload Friction at team's interaction with technology , the ST system level, can TEAMS’ Developers use chatbot-style occur when… INTERACTIONS integrations for their everyday WITH tools . ▸ Information overload TECHNOLOGY ▸ Adopting and understanding tool “You take Slack out of the usage in the team’s context equation and all of these integrations that we have tied ▸ Maintaining awareness of into it …. We’d have to have all of project activities those notifications open in Team Social System tabs... and some of them we ▸ Inadequate collaboration tooling ST can’t get that way. … We’re System ▸ Miscommunication on blind .” HCI System text-based channels https://dzone.com/articles/the-ultimate-devops-too - Software Developer (Startup, 2012) ls-ecosystem-tutorial-part Software System Hardware How Software Developers Reduce Collaborative Friction with Chatbots System Carlene Lebeuf, Margaret-Anne Storey, Alexey Zagalsky

17 Friction from teams’ interactions with technology —the ST system level—can TEAMS’ occur when... INTERACTIONS WITH ↯ Experiencing information overload TECHNOLOGY ↯ Adopting and understanding tool usage in the team’s context ↯ Maintaining awareness of project activities Team Social System ST System HCI System Software System Hardware How Software Developers Reduce Collaborative Friction with Chatbots System Carlene Lebeuf, Margaret-Anne Storey, Alexey Zagalsky

18 ↯ Maintaining awareness of project activities. Friction at team's interaction with technology , the ST system level, can TEAMS’ occur when… INTERACTIONS “We have all of our public facing GitHub repos <integrated with WITH Slack>, so <we can get notified> and also chat about it inside ▸ Information overload TECHNOLOGY Slack.” ▸ Adopting and understanding tool - Software Developer (Startup, 2016) usage in the team’s context ▸ Maintaining awareness of project activities Team Social System ▸ Inadequate collaboration tooling ST System http://partyline.rocks ▸ Miscommunication on HCI System text-based channels https://github.com Software System Hardware How Software Developers Reduce Collaborative Friction with Chatbots System Carlene Lebeuf, Margaret-Anne Storey, Alexey Zagalsky